Shipping & Returns
Effective date: 22 September 2026
Delivery area and courier
Oritoke delivers to supported addresses in South Africa using Fastway Couriers. The delivery charge and available service will be calculated from the delivery address, parcel dimensions and combined product weight and shown before payment. Delivery is free where the qualifying order value is R650 or more.
If the automated courier service cannot confirm an address or quote, checkout will not invent a fee. Oritoke will contact the customer to confirm whether a manual delivery arrangement is available and what it will cost before proceeding.
Delivery timing and tracking
Any delivery estimate shown at checkout is an estimate, not a guaranteed arrival time. Processing begins after payment and stock validation. Courier delays, severe weather, address problems and events outside reasonable control may affect delivery. Tracking information will be shared when it becomes available.
Free collection
Oritoke
2 Leicester Road, Vincent, East London, 5217
Confirmed collection hours: 08:00–17:00
Collection fee: Free
Choose collection at checkout and wait for a ready-for-collection notification before visiting. Bring the order reference and reasonable proof that you are authorised to collect the order.
Uncollected orders
If a paid collection order is not collected, Oritoke will try to contact the customer and will hold the order for at least seven business days after the ready notice. Thereafter we may agree a later collection, arrange paid delivery, or cancel and refund the order where appropriate. Paid goods are not automatically forfeited merely because the original collection date was missed.
Returns and exchanges
- Change of mind: an unopened, unused product in its original sealed packaging may be returned within seven business days after receipt, subject to inspection. The customer pays the return-delivery cost. An exchange is subject to stock availability.
- Opened products: opened or used hair and scalp products cannot be returned merely because the customer changed their mind, due to hygiene and safety considerations. This does not remove any right relating to an unsafe, defective or incorrectly supplied product.
- Damaged, leaking, defective or incorrect products: contact Oritoke as soon as reasonably possible with the order reference, a description and photographs where practical. Oritoke will bear reasonable return costs when the problem is ours and will provide the remedy required by applicable consumer law.
Under the Consumer Protection Act, qualifying defective goods may carry rights to repair, replacement or refund within six months after delivery. A request to report transit damage promptly helps us investigate with the courier but does not remove a statutory right.
Refunds
Once a refund is approved, Oritoke will initiate it to the original payment method within seven working days. Your bank or payment provider may take additional time to display the credit. Delivery charges are refunded when required by law or when the return results from Oritoke's error.
Cancellations
Contact Oritoke immediately if you need to cancel. An order may be cancelled before dispatch or before it is prepared for collection. If fulfilment has already progressed, the applicable return process and any unavoidable courier cost will apply.
Failed and returned deliveries
Check the delivery address and ensure someone can receive the parcel. If delivery fails, Oritoke will first contact the customer. The customer is responsible for additional courier costs caused by an incorrect address, an unavailable recipient or a change of mind. Oritoke bears the cost where the failure results from our error or a defective or incorrect product.
Start a return or ask for help
Before sending anything back, email oritokeproducts@gmail.com or call +27 82 407 7913. Include the order reference, affected product and reason. We will give you the correct return or collection instructions.
See also our Terms of Service and Privacy Policy.